If you're plugged into the wall with an Ethernet cable but can't get online, this guide will walk you through the most common fixes for Windows devices.
Step 1 - Check the physical connection
Ensure the Ethernet cable is securely plugged into both your device and the wall port
Try a different port in the room if available
Test with another Ethernet cable if you have one
If you're using an adapter (e.g. USB-C to Ethernet), make sure it's properly connected
Step 2 - Restart your device
Sometimes, restarting your laptop is all it takes to recognise the wired connection.
Save your work
Restart the device
Try again after it powers back on
Step 3 - Disable VPN
Temporarily turn off any VPNs
These can block ASK4 registration or redirect pages
Step 4 - Check your network settings
Open the Start Menu and type Control Panel
Go to Network and Sharing Center > Change adapter settings
Right-click Ethernet and select Enable (if it’s disabled)
Right-click again and choose Properties
Click Internet Protocol Version 4 (TCP/IPv4) and choose Properties
Make sure both Obtain an IP address automatically and Obtain DNS server address automatically are selected
Click OK and close all windows
Step 5 - Make sure your device is registered
Go to https://signup.ask4.com
Log into your ASK4 account
Look for your device under My Devices
If not listed, select Enable this device
Step 6 - Run Windows Network Troubleshooter
Open the Start Menu
Type Troubleshoot settings and open it
Select Internet Connections > Run the troubleshooter
Follow the on-screen steps
Step 7 - Update or reinstall the network driver
Press
+ X and select Device Manager
Expand Network adapters
Right-click your Ethernet adapter and choose Update driver
Select Search automatically for drivers
If this doesn’t help:
Right-click the adapter again
Choose Uninstall device
Restart your laptop to reinstall the driver automatically
Step 8 – Advanced Windows Diagnostics
If you’ve tried the steps above and still have issues, you can collect detailed connection data using Command Prompt and speed tests. This information is extremely useful for ASK4 Support.
Take a screenshot
Press the PrtScn (Print Screen) key on your keyboard. This saves
a screenshot to your Screenshots folder (or wherever you have configured).
Make sure the time is visible in the bottom-right corner of the screen.
Run ping tests
- Click the Start Menu and search for CMD.
- Right-click Command Prompt and select Run as administrator.
- Open two Command Prompt windows and place them side-by-side.
-
In the first window, type:
ping google.co.uk -n 100 -
In the second window, type:
ping gw -n 100 - Press Enter in both windows and allow all 100 pings to complete. When you see “Ping statistics”, take a full-screen screenshot of each window.
Run a pathping test
In Command Prompt, type:
pathping google.co.uk
Run a speed test
Visit speedtest.net and click Go. Once the test completes, take a screenshot of the results page.
Run a real-world download test
- Go to thinkbroadband.com/download.
- Right-click the red 1GB (v.large) file and select Save as….
- Start the download, then open your browser’s Downloads panel to view the download speed (in MB/s or KB/s).
- Take a screenshot showing the live download rate.
Send your results
Attach all screenshots to an email and send to support@ask4.com with:
- Your full name
- Building name, address and block/flat/room number
- Your contact number
- Your ASK4 username
- Your ASK4 issue reference number
Still having issues?
If none of the above resolves the issue:
Include your device type, what you’ve already tried, and any error messages you’ve seen